Director - Contact Center, Ecom

Company Description
Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, and Club Monaco, among others, constitute one of the world's most widely recognized families of consumer brands. At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

Position Overview
The CC and Operations director EU will be responsible for all aspects of the Ralph Lauren E -Commerce service delivery. The individual will have direct ownership of the contact centre and will monitor fulfillment performance in partnership with the supply chain team. This role will be a key member of the EU leadership team and will collaborate with local and global Ralph Lauren operations leaders to deliver and elevated customer experience to all EU Ralph Lauren customers.

Essential Duties & Responsibilities
RESPONSIBILITIES
* Directly responsible and accountable for all EU Customer Service metrics and the shaping of tactical and strategic plans to deliver industry best practice improvements.
* Manage, develop and optimize all aspects of the operational service delivery in partnership with Supply Chain and all relevant internal partners
* Responsible for organizational effectiveness across our Operations and Customer Service set up to underpin all aspects of service delivery and customer experience, supporting financial performance & growth.
* Articulate the customer needs within the business, representing the voice of the customer across the organization, reducing customer effort.
* Build and maintain excellent relationships with key suppliers to drive Key Performance Indicators.
* Establish a work environment that will represent the RL brand values and ethos
* Drive and evolve omni-channel customer experience through collaboration and partnership BUSINESS ACTIVITIES AND IMPACT
* Lead the EU Customer Service Contact Centre to deliver Legendary Service to our customers
* Coordinates operational service delivery to meet service and financial targets in Europe.
* Create centres of best practice, driving process improvement, quality and training initiatives.
* Continuously elevates the quality and range of services to support our Brand ethos and customer expectations.
* Formulate contact centre expansion plans to support country expansion and performance improvement, whilst reducing costs.
* Accountable for quality and performance metrics
* Partner with other divisions to create synergies across channels to increase customer experience and EU RL revenues
* Shape and deliver both short and long-term initiatives to drive change and improvements through the business
* Provide leadership to direct report and the outsourced Contact Centre team.
* As a member of the EU Leadership Team, lead the formulation of the European plans for all aspects of the service delivery strategy and plans
* Collaborative partner within Global Contact Centre team.

Experience, Skills & Knowledge
CANDIDATE PROFILE
* Extensive experience creating and implementing Customer Service and Contact Centre Strategy.
* Experience of managing customer operations in a fast pace, direct-to-consumer or E-Commerce environment.
* Strong track record of exceeding targets/objectives in a contact centre and fulfilment environment within the services industry, complimented with operational experience managing both own employees and through third party partners.
* Previous experience with multi-lingual service provision required
* True passion for providing great service to customers.
* Strong analytical skills
* Bias for technology and innovation, ability to think out of the box.
* Experience of operating at a senior level in a customer centric operational environment
* A motivated, decisive, self‐starting leader and problem solver, with excellent time management and organizational skills.
* Superior negotiation, communication and interpersonal skills, combined with a highly collaborative operating style.
* Excellent written and verbal communication
* Experience in the Luxury, Fashion and Apparel industry essential.
* WHY JOIN
* Ralph Lauren is an iconic global brand which continues to influence the history of apparel; they are the epitome of luxury/lifestyle fashion.
* To play a significant part in the growth of Ralph Lauren's European online retail business.
* To provide crucial support to the VP Ecommerce Europe.
* An opportunity to set the standard within an ever expanding business and deliver a quality brand/service proposition within challenging conditions.